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three reasons you will do social crm esteban kolsky thinkJar

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what is social crmcrm is a philosophy and a business strategy, supported by a system and a technology,designed to improve human interactions in a business environment. the companys programmatic response tothe customers control of the conversation. paul greenberg crm at the speed of light editions 1 through 4 and beyond

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success in social crm• Success is fleeting – Social crm is not well established – No success stories for proper crm using social yet… but• There are examples of success in different business functions – Including subset of crm functions• Success in social media for business, as it relates to customers can be considered social crm success – For now…

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success in social crm• Social Service – Widgetbox – gave users the space to implement a focused community, – Integrated it with their helpdesk ticketing system – Widgetbox agents and SME worked in the community.• Social Sales, Service, Collaboration – Best Buy – Twelpforce – Noticed they often had to recommend additional products – Extended to tap into their catalog, automate searching for specific recommendations, and automatically placing links to those products in the forums. – provided reviews, space for commentaries, and links to related products.• Social marketing – Groupon, HBO